Surf Casino - Player’s account has been blocked and audited.

I won $95,000 on this casino, and almost immediately after they disabled my account and said it was standard procedure after multiple large wins. Since that point their live support would only say it standard procedure to disable the account after large wins for the gaming provider to check for bugs. 3 days later and still no answer from surf casino , starting to think this site is a scam

Dear Vance,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have redeemed any promotional offer when placing your last deposit? Was this your first game session in this casino?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you Petronela. I signed up with surf casino about 3-4 weeks ago, and I didn’t use any bonus codes. I did play when I originally signed up and lost about 3-4 k. then I logged back in 5 days ago, and deposited about 1500$ and I was playing the exact same slot for about 14-16 hrs slowly getting my balance up to 40-50k before hitting the big bonus spins for a 50k win. Than I was playing and I was just all the sudden locked out of my account. I haven’t even done a KYC with surf casino yet. But my problem is mainly how hard the casino is to get really any progress reports. It definitely has turned from what should be a exciting and enjoyable part of my life , into just stress and anxiety wondering if I’ve been taken in a scam.

Thank you very much, Vance, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Vance!

From now on, I will take care of your complaint. I would like to invite representatives of Surf Casino into this complaint to provide us with an explanation and help us to resolve the case.

I apologize to surf casino. They are allowing me to withdraw my funds over the next 4 month according to the terms and conditions of surf casino

Thank you, Vance.

I would like to make one more explanation about this case.

Usually we DO NOT froze player's accounts for security checks etc., we are trying to be as much polite as it is possible. But in this case there was a confusing incident. Player was paid one-time win that was twice higher that maximum possible win according to the slot's technical documentation.

This incident caused security alert and account was frozen for check. We contacted provider and after confirmation from their side we unlocked the account.

You must understand that this payment is paid not from provider's, but our casino balance. That means we must be sure that there was no any bug or other mistake on provider's side.

Understanding that there is no any player's fault in this situation we removed all restrictions and started payments according our limits.

Good luck at Surf Casino!

Dear Vance!

I am very satisfied to see that there was a very positive development in your case. I would like to ask you, do you consider the issue as resolved?

At this moment yes, I will reply back in 4 months when I receive my full withdrawal.

seeing I’m only allowed to withdraw 22,500 Canadian monthly.

Dear Vance,

As we will not keep the complaint opened for 4 months, I will now close it as 'resolved' in our system, as I presume you will get your withdrawal according to the schedule. In event you would encounter any kind of issues during this period, please feel free to contact us to reopen the complaint or contact me directly via email at: 'martin.d@casino.guru'.